An Implementation Guide and Toolkit for Making Every Contact Count

An Implementation Guide and Toolkit for Making Every Contact Count: Using every opportunity to achieve health and wellbeing Tools and resources

Implementation checklist

This implementation process has been designed to give you a step-by-step guide to implementing MECC within your organisation through obtaining organisational support; planning; implementation and review and adaptation. This is a generic implementation process, you should therefore ensure you interpret it and apply it to your local setting to ensure implementation is relevant and meaningful. Whilst the way in which you implement MECC across your organisation may vary you should ensure implementation takes account of the core components: organisational readiness; staff readiness and enabling and empowering the public.

You should amend this table to reflect your organisations approach and to track your progress. Organisational support This section highlights some of the steps you need to consider to obtain organisational support for implementing MECC. If you already have organisational support you may want to move straight to the planning section of the process, although it is still recommended you know how to make the case for MECC.This will ensure you have an agreed rationale as to why the organisation is implementing MECC, which you can share with stakeholders if necessary.

Action / How you might want to approach this Tools you may wish What success Achieved Evidence of progress Situation to use might look like Make the case  Identify the benefits for the organisation and fit with Making the Case Able to clarify the organisation's strategy presentation organisational  Identify the benefits for staff and service users benefits and  Identify other projects, initiatives or work taking place Examples of make the case for within the organisation that this could be part of or practice implementation build upon  Identify key stakeholders within the organisation. Communications Toolkit Obtain  Present the case for MECC at board level. Local determination Board level organisational minutes show support approval and an implementation lead is identified Organisational  Senior management do not agree to implementation Examples of Organisational support not o Identify why and what you can do to negate those practice support obtained obtained reasons o Provide evidence of success in other organisations (e.g. from the pilot sites report) o Suggest a small scale, low cost pilot before committing to an organisational programme. Identify key  Form an implementation team from across the The case you have Project team champions organisation to lead the programme made or a tailored formed and key  Identify the key stakeholders required to support version of it stakeholders implementation such as: supporting the o those with an interest and/or working on programme relevant projects o communications leads o finance o HR and learning and development teams o managers, heads of departments. Identify  Identify what resources are available to support Local determination Resources are resources implementation such as: agreed and o time Example CQUIN identified o budget o staff capacity for training for delivery.

Planning Once organisational support has been agreed you need to decide how MECC will be delivered in the short, medium and long term.

Action How you might want to approach this Tools you may wish What success Achieved Evidence of progress to use might look like Set Specific, Set SMART objectives for the programme outcomes, Local determination Objectives have Measurable, which will be used to demonstrate success at been signed off Achievable, evaluation. These could include: Organisational by senior Realistic, Time Short term Assessment Tool management bound  Staff being trained, feeling competent and confident (SMART)  Communication systems in place NHS Midlands and objectives  The goals are clear, relevant and shared by senior East metrics management guidance  The programme objectives are mapped to your organisation's strategy and corporate objectives Example CQUIN  There is commitment from senior management towards organisational change and continuous learning  There are appropriate systems and processes in place to support and monitor implementation. Medium term  MECC is built into organisational policies and procedures, including HR processes  Organisational policies and procedures support and coordinate and monitor effectively  Staff have developed their confidence and competence  Organisational environment supports what staff are saying  Process review of implementation and the impact  Service user experience is known. Long term  MECC is embedded within organisational policies and procedures  MECC is coordinated across the whole organisation; follow-up procedures are in place  Strategies to support staff health and wellbeing are in place  Cost savings can be demonstrated. Identify teams  Project team develop a criteria for prioritising Local determination Schedule of for implement- teams/departments using a number of factors: departments has ation onumber of opportunities within the department to been created and have contact with individuals agreed with oability to influence individuals department heads ocurrent work undertaken osupport offered by the department head.  Project team decides which departments will implement MECC first  Develop a schedule of departments that will implement MECC. Engaging and  Communicate with the relevant teams Orientation Staff are aware empowering  Support staff to engage with the purpose Workshop Slides, and understand teams and  Support staff to understand and agree their role and including pre and the relevance and individuals where they want to be and how they are going to get post session survey importance of there MECC and the  Enable staff to discuss some of the issues that may next steps for prevent them from engaging with MECC implementation  Support staff to identify an individual within the team to lead on implementation  Review communication opportunities with individuals. Implementation When teams (including the head of department/team manager), have considered their own objectives and timescale they need to agree the steps they need to take to implement the process. In addition there will also be steps the organisation will need to undertake to embed MECC within its strategic aims and core business.

Strategic implementation As the organisational implementation lead you will need to review the plans from each team and assess what organisational changes are required to support those plans and embed the culture of MECC in the organisation. Action How you might want to approach this Tools you may wish What success might Achieved Evidence of progress to use look like Identify systems  Implementation lead reviews the recommendations and Local determination Organisation begins and process to learning from the teams to implement be developed  The implementation lead facilitates the agreed changes to Organisational agreed changes systems and processes. These may include: Assessment Tool o clear referral procedures and signposting pathways for different services o information material made easily accessible to staff o data collection systems are collated and updated.  Organisation makes commitment to continuously review process and procedures.

Identify  Organisation embeds MECC into the relevant policies and Local determination MECC is embedded organisational procedures. These may include: within the policies and o organisation’s vision and mission NHS Midlands and organisation procedures to o corporate plans and strategies East Metrics be developed o patient and public involvement plans guidance o HR process i.e. job descriptions and performance appraisal processes, recruitment and induction procedures o staff surveys. Operational implementation Action How you might want to approach this Tools you may wish What success Achieved Evidence of progress to use might look like Staff training  Ensure the appropriate training is delivered to staff to Training options, Workshop held ensure they are confident and competent in MECC including pre and and notes from within their role. post session the session are surveys circulated

Individual and Team Skills Assessment Tool Overcoming  Project lead or team list the barriers identified in the Behaviour Change Plans developed barriers to training Pathway and to overcome implement-  Plans developed to overcome individual, team or Competence identified barriers ation organisational barriers. These may include: Mapping o listening skills o confidence in raising certain issues Example Data o knowledge of your organisation’s services Capture Forms o completing monitoring forms Prompt card and o own health and wellbeing concerns Health Benefit availability of information to give to individuals o Cards o visual prompts for service users and staff o referral processes Information on self- o making time for staff to engage with service care or how to users. access further support Implement-  Review as a team the ideas in place to support Local determination Implementation ation Plan implementation plan agreed with o Team manager to capture implementation ideas staff and signed- in a plan and share with organisational off by department implementation lead lead o Ensure the implementation ideas will meet the objectives agreed o Identify key areas that require monitoring and how this will be done. Staff begin  Staff begin the implementation Example data First staff member MECC  Regular review meetings held with staff and by the capture forms has a lifestyle project team to review progress, impact results and Prompt Card and discussion. This areas for improvement. Health Benefit process is also Cards ongoing as team’s Information on self- review and adapt care or how to access further support Review and adaptation It is important to monitor the impact of MECC on staff and service users and capture learning and feedback in order to see what areas need further development and to celebrate areas of success. Teams should also share their results and learning with other departments to ensure best practice is applied across the organisation.

Action How you might want to approach this Tools you may wish What success Achieved Evidence of progress to use might look like Review your  Review progress against your SMART objectives Local determination Evaluation plan progress o Collect the necessary information from signed off by against the implementation and monitoring to review progress Repeat project team and SMART against your SMART objectives Organisational department lead objectives  In addition to the department evaluation plan, you Assessment Tool will need to consider an organisational evaluation plan.

Produce  Decide on report format, audience and timeline for Local determination Evaluation report evaluation the report circulated to key report  Monitoring forms collated and reviewed for the report stakeholders  Lead identified to produce the report.

Impact of  MECC becomes a key aspect of the organisation’s Local determination Communications MECC internal communications plan developed communicated  Regular updates on success stories provided to all and signed off by staff the department  Key successes are celebrated in the relevant lead departments and organisationally  Benefits are communicated to service users.

Review  Teams review the evaluation report Local determination Recommendation impact and recommendations s signed off and recommendat-  Recommendations made at the operational level budget allocated ions (team) and the strategic level (organisation) on how to make MECC more effective  Report recommendations to be considered by senior management (strategic) and team leads (operational)  Changes to be made by individual teams/departments  Large scale changes to be approved by the senior management team. Adapt  Team and organisation agree to make adaptations Example Data Adaptation plan implementat-  Improvements to the Implementation of MECC made Capture Forms and schedule ion plan for for future users agreed, MECC service  Continue to monitor the impact for the duration of the part of staff’s improvement programme every day work and roll out  Review the impact on organisational culture and staff tasks across the morale. organisation